Hello Fortune Casino - La retirada del jugador se ha retrasado.

I submitted a withdrawal of £500 on 25th May 2025 (Transaction ID: 11534). As of 18th June 2025, it still shows as "In Progress." I have contacted HelloFortune support via email and live chat multiple times—still no meaningful response.

Their terms state 7–10 working days, yet the website states 24–48 hours, and live chat claims 7–21 working days. Numerous Trustpilot reviews indicate customers are still waiting on withdrawals from March 2025.

I have been extremely patient, but this is now unacceptable. I request your assistance to ensure this withdrawal is released immediately and for pressure to be applied to HelloFortune to resolve this.

Dear Bfcdave, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Hello Fortune Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you made any successful withdrawals before?  
• Could you please share the screenshot of your pending withdrawal request?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia

Hi Natalia!

I've made one successful withdrawal in the past of £250 which I made on the 3rd of may, and it was paid on the 16th of may.

Enclosed is my current withdrawal request.

My account is fully verified.

No bonus attached.

Thankyou.

Thank you very much for your reply, Bfcdave. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Sent you a email ☺️

Sent a couple more emails to you 🙂

Thank you very much, Bfcdave, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Bfcdave,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Hello Fortune Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Bfcdave,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi